Auto Express – July 30, 2019

56 SpecialIssue

THE DEALERS

ULTIMATE GUIDETO

BUYINGACAR

THEscoresthatLexuspostsintakingtop

spotarenothingshortofludicrouslygood;

sogoodthattheyeveneclipsesisterbrand

Toyota’sachievementinsecondplace.

Asidefromvalueformoney–wherethey

cameareasonablefifth–Lexusdealers

comefirstineveryoneofthecategories

youratedthemon.It’snotjusttheraw

datathatimpresses,however:turning

tothecommentsLexusownersentered

inoursurveyrevealscomplimentafter

compliment,withcomplaintsfewandfar

between.Itwouldbealmostimpossible

foranorganisationtodobetter,andwe

can’trememberthelasttimewesawsuch

acleansweepinDriverPowerresults.

1. Lexus 92.21% CATEGORIES RATINGS

“Fantasticservice,fromthereceptionistswhogreetyou,to

theserviceteamandthoseontheforecourtuponleaving.”

%OFOWNERS WHOHAD APROBLEM...

31 1

Issuesareasrareasyou’dexpect,

butidentifyingandfixingfaults

wasthemostlikelycriticism 7.1%

OWNER’S

VIEW

Dealer facilities

Availability of courtesycar

Staff courtesy

Communication

Standardofwork

Speed to completework

Value formoney

“I’vealwaysfound Lexus dealers

have really nice, helpful, normal

people. Thesalesman Idealt with

wassuper-helpful and answered

any questions Ihad, both in

person and via E-mail”

CASE STUDY

James McClean

LIVES:Near Millbrook, Beds

DRIVES:Lexus CT 200h

WEBdeveloperJamesboughta2014LexusCT

200hFSportfromStevenEagellLexusinMilton

KeynesinSeptember2016,andfromthevery

startthestaffwerepoliteandfriendly.

Throughoutthewholeprocess,Jameswas

impressedwiththedealer’sfriendlyand

professionalattitude.Hetoldus:“I’vealways

foundLexusdealershavereallynice,helpful,

normalpeople.ThesalesmanthatIdealtwith

wassuper-helpfulandansweredanyquestions

Ihad,bothinpersonandviaE-mail.

“Nothingcouldhavegonemoresmoothlythan

itdid,eventothepointwhereIsaid‘Thisismy

budget,thisiswhatIwant’anditallcame

togetherexactlyasI’dhoped.

“It’sbeenthesamesincewithanyafter-sales

–they’reverygoodatfollowingupafterwardsand

makingsurethatyou’rehappywitheverything.

It’sareallygoodlevelofsupport.”

James’sexperiencewithhisLexusdealerechoed

ourDriverPowerdata,becausehefoundtheoutlet

apleasantplace.“Theyrefurbishedtheshowroom

aboutsixmonthsago,soit’sallniceandnew,with

funkychairsandbigscreens.Andtheyhaveafew

littleofficesyoucanuseifyouneedaspaceto

workwhileyourcarisbeingserviced.”

OWNER’S

VIEW

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